System Analyst - Retail Operations Consultant

Location: 

Bengaluru, KA, IN

Company:  ExxonMobil

 

About us

 

At ExxonMobil, our vision is to lead in energy innovations that advance modern living and a net-zero future. As one of the world’s largest publicly traded energy and chemical companies, we are powered by a unique and diverse workforce fueled by the pride in what we do and what we stand for.

 

The success of our Upstream, Product Solutions and Low Carbon Solutions businesses is the result of the talent, curiosity and drive of our people. They bring solutions every day to optimize our strategy in energy, chemicals, lubricants and lower-emissions technologies. 

 

We invite you to bring your ideas to ExxonMobil to help create sustainable solutions that improve quality of life and meet society’s evolving needs. Learn more about our What and our Why and how we can work together.

What role you will play in our team

Responsible for stewardship of Escalations, Quality, Trainings and projects and facilitate the operational activities within team and broader Managed Service Provider

What you will do

  • Facilitate help desk performance conformance and quality management operated by Managed Service Provider involving SLA and KPI tracking, reporting and compliance to contractual terms
  • Partner with Managed Service Provider or Supplier for following activities;
  • Provide management oversight of the delivery of a secure, cost effective and customer-focused service to ExxonMobil customers. 
  • Oversee the delivery of Customer Services – Retail Help Desk
  • Coordinate work of teams to meet service targets and monitor work load and performance over time, determining trends and identifying areas of improvement 
  • To be an escalation point of contact and manage escalation with ownership and responsibility
  • Champion continuous improvements to ensure services are delivered at a pacesetter’s cost
  • Ensure timely communication to key customers
  • Ensure a safe and secure operating environment
  • Comply with corporate and S&C policies and report all violations
  • Be familiar with Disaster Recover/ Business Continuous Plans and in the event of an incident, take charge in executing plans

Job Requirements

Skills and Qualifications 

  • Minimum Bachelor’s degree in IT or business customer service background with 60% & above or equivalent CGPA
  • Minimum 7 years of IT related experience in Customer Service (Service Desk or Help Desk) background
  • Minimum 4 years of experience in running Managed Service Provider operations
  • Project Management or Transition (Change / Problem) Management experience is required
  • Account / Vendor Management skills - interaction with external parties and internal senior IT or business customers expected
  •  Experience in supporting global operations environment
  • Understanding of business controls
  • Strong customer service skills and a desire to help people with technical problems
  • Ability to work closely with peers and other IT support staff
  • Excellent analytical and problem solving skills
  • Strong communications skills - verbal and written English
  • Strong conflict resolution skills
  • Required leadership skills
  • Strong leadership skills
  • Ability to coordinate day to day tasks of self and others
  • Ability to manage work in short to medium term timeline
  • Ability to adapt to rapid changes
  • Flexible to work in 4.00 PM - 1.00 AM IST shift

 

   Preferred Qualifications/ Experience

 

  • Quality & Training management (Preferred Lean Six Sigma - Green Belt)
  • Escalation Management
  • Incident/Outage Management
  • Customer Experience Enhancement
  • Excellent English communication
  • Analytical Thinking

Your benefits

An ExxonMobil career is one designed to last. Our commitment to you runs deep: our employees grow personally and professionally, with benefits built on our core categories of health, security, finance and life. We offer you: 

  • Competitive compensation 
  • Medical plans, maternity leave and benefits, life, accidental death and dismemberment benefits 
  • Retirement benefits 
  • Global networking & cross-functional opportunities
  • Annual vacations & holidays
  • Day care assistance program
  • Training and development program
  • Tuition assistance program
  • Workplace flexibility policy
  • Relocation program
  • Transportation facility

Please note benefits may change from time to time without notice, subject to applicable laws. The benefits programs are based on the Company’s eligibility guidelines. 

Stay connected with us

EEO Statement

ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or disability status.

Business solicitation and recruiting scams

ExxonMobil does not use recruiting or placement agencies that charge candidates an advance fee of any kind (e.g., placement fees, immigration processing fees, etc.). Follow the LINK to understand more about recruitment scams in the name of ExxonMobil.

 

 

 

Nothing herein is intended to override the corporate separateness of local entities. Working relationships discussed herein do not necessarily represent a reporting connection, but may reflect a functional guidance, stewardship, or service relationship. 

 

Exxon Mobil Corporation has numerous affiliates, many with names that include ExxonMobil, Exxon, Esso and Mobil. For convenience and simplicity, those terms and terms like corporation, company, our, we and its are sometimes used as abbreviated references to specific affiliates or affiliate groups. Abbreviated references describing global or regional operational organizations and global or regional business lines are also sometimes used for convenience and simplicity. Similarly, ExxonMobil has business relationships with thousands of customers, suppliers, governments, and others. For convenience and simplicity, words like venture, joint venture, partnership, co-venturer, and partner are used to indicate business relationships involving common activities and interests, and those words may not indicate precise legal relationships.


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